News : transcosmos Establishes “Multilingual Contact Center”
Tokyo, Japan, Jan 7, 2016 -- transcosmos inc. will strengthen "multilingual contact center services" for foreign visitors to Japan. First, a "multilingual contact center" with 30 workstations will be constructed inside the "Marketing Chain Management Center Sapporo, Kita-guchi (hereafter, MCM Center Sapporo, Kita-guchi)," and it will gradually expand the service system. The aim is to expand to 300 workstations at bases in Japan and overseas by 2020.
With the increase of foreign travelers and workers to Japan due to inbound demand heading toward 2020, strengthening service support for foreign visitors in Japan has become a pressing issue for businesses. Therefore, transcosmos will enhance multilingual support and expand multilingual contact center services utilizing the resources of global personnel and facilities.
Points for the enhancement of multilingual contact center services:
-MCM Center Sapporo, Kita-guchi will be built up as a core center by employing a human resources base for multilingual services.
-In addition to telephone, e-mail and chatting, support channels will also work jointly with "hybrid multilingual contact center services."
-With an English, Chinese and Korean base, individual proposals will be made upon request for Spanish and Portuguese.
-Procedures will meet the same standards as the recruitment, training and quality management within domestic contact center operations.
-Services will be provided in conjunction with overseas global call center bases, which include 31 locations.
(Multi-site operations are also possible by language, or by time zone taking advantage of time differences, with connection to the voice platforms of overseas and domestic bases.)
-Will provide operations employing the multilingual support operation know-how of the capital business partner Merlin Information Systems Group Limited (Merlin), which provides support in Asian languages and 13 European languages, including English, French, German, Italian, Spanish, Russian and Dutch.
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Main application examples:
-Contact center help desks for foreigners related to products and services
-Contact points for foreign travelers visiting Japan (sightseeing, hotels and railways, etc.)
-Three-way interpretation for foreign store visitors (for each industry)
-Contact points for foreign visitors to Japan at government and municipal offices
-Employee and recruitment contact points for foreigners (for each industry)
transcosmos will maintain multilingual support for foreigners visiting Japan in conjunction with "hybrid multilingual contact center services" that respond to multilingual inquiries by means of the three phases of smartphone applications, virtual operators and contact center support, which have been provided since May of 2015.
Posted by Veronica Silva Cusi, news correspondent
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About Transcosmos, Inc.:
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
Published: Friday, January 8, 2016
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